What are the top Customer Engagement technologies? Download our FREE whitepaper on Customer Engagement. This is an exclusive promotion being run on LinkedIn.
  Please register (it's free!) or login to view the document preview.
If you are logged in, your referral link [?] is automatically included below.
EMBED CODE (Copy and Paste)


BENEFITS OF DOCUMENT
  1. ITIL Self Assessment
  2. Benchmarking
  3. Supports Digital Transformation

DOCUMENT DESCRIPTION

This Excel spreadsheet system with approx. 300 Questions allows you to conduct a Assessment of ITIL v3 Service Operation processes:

1. Event Management
2. Request Fulfilment
3. Access Management
4. Incident Management
5. Problem Management

Assessment highlights areas that require particular attention and gives you idea on process maturity. It can also be used as a benchmarking mechanism and a boost in creating continual improvement culture for your ITSM / ITIL processes.

The assessment is based on Process maturity framework (PMF), (as recommended in ITIL Service Design book). Maturity rating levels are:

Level 1: Initial
Level 2: Repeatable
Level 3: Defined
(Level 3 +: Deployed )
Level 4: Managed
Level 5: Optimizing

The use of the PMF in the assessment of service management processes relies on an appreciation of the IT organization growth model. At the process level, assessment covered following groups of questions regarding process attributes to establish process maturity:

1.?????? Process performance (outcomes achieved)
2.?????? Performance Management ( activities performed)
3.?????? Work product management ( inputs/outputs)
4.?????? Process Definition ( roles documentation)
5.?????? Process deployment( accepted, performed)
6.?????? Process Measurement
7.?????? Process control
8.?????? Process innovation
9.?????? Process optimisation

Got a question about the product? Email us at [email protected] or ask the author directly by using the form to the right. If you cannot view the preview above this document description, go here to view the large preview instead.

Source: ITIL Process Assessment - Service Operation (XLS) Excel document

 
Top Flevy Author [?]

ITIL Process Assessment - Service Operation (XLS)

Sold by Ivana Nissen (this author has 35 documents)

$45.00

ALL FEES INCLUDED
Add to Cart
  

This business document is categorized under the function(s): Information Technology  

It applies to All Industries.

File Type: Excel (xlsx)

File Size: 361.2 KB

Purchase includes lifetime product updates. After your purchase, you will receive an email to download this document.

Initial upload date (first version): Jan 22, 2019
Most recent version published: Jan 23, 2019

Ask the Author a Question

Must be logged in Click here to log in




CUSTOMER TESTIMONIALS

"Your business framework guides help us add structure and clarity to what we're doing and I'm sure improve the output. They also save us a lot of time. Just in opportunity cost of our staff alone, these documents have paid for themselves many times over."

– VP of Marketing at a Multinational Corporation
  "Flevy has been proven to be an invaluable resource for our firm. We have used many of the documents in our client engagements as have found the content to be very thorough and professionally put together. Good to know a resource like this exists."

– Partner at a Management Consulting Firm




SELECT CUSTOMERS

Flevy has provided quality business documents to businesses and organizations of all sizes across the world—in over 60 countries. Below is just a very small sample of our customer base.



Did you know?
The average daily rate of a McKinsey consultant is $6,625 (not including expenses). The average price of a Flevy document is $65.



VIEW BY


Are you a business professional?
Join Flevy and sell your business documents.

Just as the mobile apps market has helped software developers earn sustainable, passive income, we hope Flevy will do the same for business professionals, like yourself. There's no reason to let your IP collect dust when it can be making you perpetual income.


CUSTOMERS ALSO BOUGHT THESE DOCUMENTS

Digital Transformation Strategy
Listed under:  Information Technology  Strategy, Marketing, & Sales
View more from: LearnPPT   Top Flevy Author [?]
118-slide PowerPoint deck. Digital Transformation is being embraced by companies across most industries, as the role of technology shifts from being a business enabler to a business driver. Transformation is driven by 6 Technology Trends: - Social Media - [read more]
$89.00

Add to Cart View Details

ITIL 4 Foundation - PPT + ITIL 4 Poster (New)
Listed under:  Information Technology  ITIL
View more from: Ivana Nissen   Top Flevy Author [?]
234-slide PowerPoint deck and supporting PDF. ITIL 4 Foundation PPT + ITIL 4 Foundation Poster ( printable in A1, A2, A3 format) 200 pages PPT + 75+ Exam preparation Questions Couseware is accredited according to the actual official Syllabus and contains: - The key [read more]
$85.00

Add to Cart View Details

ITIL 4 Poster: ITIL 4 Key Concepts (2019) - New
Listed under:  Information Technology
View more from: Ivana Nissen   Top Flevy Author [?]
2-page PDF document. ITIL 4 Poster - 2019, ITIL 4 - Service Value System Poster - printable in A1, A2, A3 ( Note: This poster is also available as part od "ITIL 4 Foundation - PPT + ITIL 4 Poster" as well as "ITIL 4 - Bundle of 5 [read more]
$25.00

Add to Cart View Details

Digital Transformation: Integrated Business Ecosystems
Listed under:  Information Technology  Strategy, Marketing, & Sales
View more from: LearnPPT   Top Flevy Author [?]
81-slide PowerPoint deck. We are living in the Digital Age. For organizations to remain competitive, they must develop and execute robust Digital Transformation Strategies. Organizations that have excelled in Digital Transformation distinguish themselves [read more]
$59.00

Add to Cart View Details

Center of Excellence (CoE)
Listed under:  Information Technology
View more from: R Bradley Consulting
60-slide PowerPoint deck. This presentation takes you through the thinking and delivery of a Centre of Excellence (CoE). It contains valuable information to firstly help you build the business case for the CoE. It then examines the various delivery models [read more]
$30.00

Add to Cart View Details

Digital Transformation: Blockchain Technology
Listed under:  Information Technology  Operations
View more from: LearnPPT   Top Flevy Author [?]
87-slide PowerPoint deck. Blockchain Technology is an emerging database technology that has gained widespread appeal across many industries, mostly driven by the rise of cryptocurrencies--most notably Bitcoin. It provides numerous process benefits, including [read more]
$59.00

Add to Cart View Details

IT Implementation Business Case
Listed under:  Information Technology
View more from: PPT Lab   Top Flevy Author [?]
37-slide PowerPoint deck. This is a presentation template laying out the business case for an IT implementation. Templates and diagrams were created for 2 different templates: 1) 3-options of do nothing, upgrade, or buy and 2) 2-options of build or buy. Most of [read more]
$29.00

Add to Cart View Details

ITIL 4 Poster: ITIL 4 Service Value Chain (Inputs-Outputs)
Listed under:  Information Technology
View more from: Ivana Nissen   Top Flevy Author [?]
1-page PDF document. ITIL 4 Poster - 2019, ITIL 4 - Service Value Chain ( Inputs & Outputs) Poster - printable in A1, A2, A3 Poster gives complete overview of INPUTS and OUTPUTS of all 6 Service Value Chain Activities. Service Value chain activities [read more]
$25.00

Add to Cart View Details

ITIL Lifecycle Poster (ITIL v3-2011)
Listed under:  Information Technology  ITIL
View more from: Ivana Nissen   Top Flevy Author [?]
1-page PDF document. ITIL v3 - 2011 Lifecycle Poster - printable in A1, A2, A3 Poster describes ITIL Lifecycle model: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. Poster includes all ITIL [read more]
$20.00

Add to Cart View Details

Frameworks for IT Management
Listed under:  Information Technology  Outsourcing
View more from: Operational Excellence Consulting   Top Flevy Author [?]
216-slide PowerPoint deck. This presentation is a collection of PowerPoint diagrams and templates used to convey 50 different IT governance, management and delivery excellence models/frameworks. (Please note that these are diagrams and charts that are to be used [read more]
$69.00

Add to Cart View Details

Become your organization's resident expert on...

Digital Transformation
 
Strategy Development
 
Post-merger Integration (PMI)
 
Performance Management
 
Business Transformation
 
Organizational Culture (OC)
 
Organizational Design (OD)
 
Change Management
Interested in something else? Browse our 350+ Business Toolkits of best practices, each focused on a specific management topic.